Mini Workflow: Require a Custom Field

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Overview

To continuously improve your customer support process, it's important to learn what types of inquiries are frequently submitted by your customers. With the combination of Custom Fields and Business Insights, Desk.com can help keep track of all these different inquiries. In this article we'll show you a workflow setup to ensure that your Agents are always categorizing Cases so that this data can be leveraged for improvements.

Steps

First, you will create a Custom Case Field with the label of "Category" to track the type of case received. Then, you will create some rules to ensure that your Agents are selecting a value for this new field. Finally, you can report off this field in Business Insights as needed.

Create the Custom Case Field

  1. Go to Admin > CasesCases
  2. Click + Add Field
  3. An Add Case Custom Field dialog will appear with the following fields:
  • Name: The name of the field, "Category".
  • Key: The value stored in Desk.com to access this field in other areas of the product. Name it "category".
  • Data Type: The type of Custom Case Field needed. Select "List" for this option.

After selecting "List" in the Data Type field, you will then see the Data field where you will add various options, such as the following:

  • Please Select...
  • Pricing
  • Shipping
  • Complaint
  • Other

Create Case Updated Rules

  1. Go to Admin > Cases > Rules​ > Case Updated
  2. Click + Add Rule
  3. Create the following Rule to reopen a case if an Agent did not select a Category value:
 
 
  1. You'll notice that the above Rule applies a bright "Category Required" label that indicates to the Agent that a value is required for the Custom Category field. Once the Agent selects a value and then resolves the Case, you can create the following Rule to remove this additional label:
 

Reporting on Custom Fields

You can utilize our New Business Insights to report on this data and determine what categories are requiring the most of your resources. A useful report for this scenario is the Custom Fields Report. In this report, you can apply filters to only include graphical bars for each Category value: 



This report will give you a helpful view of what category values are being used more frequently. Here's an example of what this would look like:

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